Wearing my Omnipod, and benefiting from the freedom and control it gives me, is a joy most days. Unfortunately, dealing with Insulet's billing department is not so pleasant. Is anyone else experiencing problems with Insulet's billing department while trying to reconcile your account?
Here's my experience so far: I've been an Omnipod user since April 2008. Insulet is extremely slow in billing their customers - I didn't receive my first bill from Omnipod until January 2009, and that bill was only for the co-payment on my PDM and initial 3-month pod order, placed in April 2008. In August 2009, after receiving an "account statement" not an "invoice" from Insulet and several EOBs from my insurance provider, I sent a payment of approximately $1300 to pay what I thought was the total outstanding balance on literally a year's worth of pod orders. Then, last month, I received an phone call from Insulet - an automated message - asking me to call the billing department. I immediately called them, and the billing representative told me my account was overdue, that I owed a balance of $646.20, and that future pod orders might be affected if I didn't pay asap. After spending a good deal of time on the phone talking to the billing representative about my account, going over each pod shipment in detail, what my insurance has paid, and how Insulet applied my previous payments, we discovered there was a payment from my insurance company that Insulet had not applied to my account. The rep said she would research this payment and call me back. I also asked for an itemized invoice detailing what we spoke about, which the rep said she would fax to me. It's been over a month, and I haven't heard from the rep or received the itemized invoice. Of course, I have tried to follow up, leaving messages on the representative's voice mail, but still nothing. Just this morning, I talked with my regional Omnipod sales representative, who advised me to contact the billing supervisor. So, that phone call will be this afternoon... we'll see what happens, I guess.
From a consumer's viewpoint, I love Omnipod's product, but trying to manage my account with them is such a hassle!